InvGate Service Desk Software


 

InvGate Service Desk is an IT service management platform that offers help desk request fulfillment, customer service and support, self service knowledge management, and more. The system is compatible on Mac, Windows, and iPad (or other tablets), and can be purchased outright as an on-premise option, or SaaS, with an annual reoccurring fee. Businesses in nearly any industry and of any size can use InvGate; it is both scalable and customizable depending on the unique needs of the company.

InvGate lets users create trouble tickets, run advanced reports and view analytics, automate workflows, and more. Its drag-and-drop and drill-down functionality allows for the most up-to-date data to be immediately accessible to all members of the team. Ticketing is fully automated, even if advanced approval is required to move a ticket to the next phase. InvGate also offers web self-service capabilities, so staff can track the progress of trouble tickets, search the knowledge base, and promote self-resolution to IT service requests.

 

InvGate Service Desk - Change Approval
 
  • InvGate Service Desk - Change Approval
    Change Approval
  • InvGate Service Desk - Dashboard Analytics
    Dashboard Analytics
  • InvGate Service Desk - Gamification
    Gamification
  • InvGate Service Desk - Incident Problem Change
    Incident Problem Change
  • InvGate Service Desk - Self Service Portal
    Self Service Portal
  • InvGate Service Desk - Workflow Designer
    Workflow Designer
Supported Operating System(s):
Mac OS, Web browser (OS agnostic), Windows 8

20 Reviews of InvGate Service Desk

 

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Software Advice Reviews (12)
More Reviews (8)

Showing 1-12 of 12

Greg from Cornerstone University
Specialty: Education
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

June 2017

June 2017

InvGate Service Desk Review

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

InvGate is a pretty good product overall. There are a lot of little annoyances, but if they were to fix these, it could be a pretty great product.

Pros

Affordable
Easy to setup
Ability to use variables when creating a ticket
Ability to add observers and collaborators to a ticket
Easy to do things like reassign and escalate

Cons

No Due Date field unless you use SLAs
No ability to delete a comment or edit a comment
If you add a comment before selecting Solve (which ultimately closes the ticket), you have to enter your solution again and select Solve for your solution to show up as the resolution
If you added a comment to a ticket when the owner has an out of office notification turned on in their email, the out of office email would create a new ticket
When printing out a lit of tickets for a user, the font is so small, it's hard to read. Took me a while to come up with a roundabout way to do it so that it was easily readable.
Each comment in a ticket doesn't have the day and time the comment was made. You get more general time stamps like "14 hours ago", "2 weeks ago", or "a month ago". Would be useful to know the date and time so that you can tell if something was done at the end of the day or the beginning.

 
 

Heather from McComb Children's Clinic
Specialty: Accounting
Number of employees: 2-10 employees Employees number: 2-10 employees

June 2017

June 2017

Very easily used

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

What I really like about it the most is that they make it simple to customize forms, workflows, etcs.

Cons

There is no online phone support. You have to use the online support help desk in which I am not crazy about doing things like that online. I would rather speak with a person but it is still pretty simple.

 
 

Robert from Ottobock
Specialty: Healthcare / Medicine
Number of employees: 5,001-10,000 employees Employees number: 5,001-10,000 employees

March 2017

March 2017

Invgate brings ITSM and ITAM together cohesively

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

We are currently using a big leaders service desk ticketing system today. What it lacked was the ability to integrate hardware and software asset information on those internal business users. This information is crucial to understanding when incidents and requests are submitted. What was also lacking in there big complex service desk solutions is the modernization of bringing daily operations tasks to the 21st century. Invgate is a solution that pushes the boundaries of technology with HTML developed application platform, intuitive out of the box real-time dashboard reporting. It also has a system that rewards workers with a trophy system for performance which gives a indirect competitive environment for service desk operations personnel.

Pros

Modern HTML5 look and feel. Mobile interface. Fully customizable. Out of the box real-time reporting and analytics. Multiple KPI and scorecard developments

Cons

None

 
 

Matias from Caja de Seguros SA
Specialty: Insurance

February 2016

February 2016

Essential at our company

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

its versatility, reports, amount of information provided.

Likes Least

There's no phone help desk, only an online support board.

Recommendations

It's not only an assets software, you can use it with alarms, life cycles and more

 
 

Jose from NUUP
Specialty: Software / IT

January 2016

January 2016

Disruptive and Amazing Software !!

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

Invgate is doing things in a total different way as the tradicionals Service Desk Tools, from his Starting Page to the last of his employees the company is really fresh !!

Likes Least

They have to grow faster, it´s a matter of time.
I really don´t have a thing of the solution that I like least, since we chose Invgate, we are really satisfied with the tool.

Recommendations

You have to analyze Invgate before taking any decition !! You are going to like this tool.

 
 

Paula from TGS
Specialty: Utilities

January 2016

January 2016

Great option for manage and track IT support service

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

What I like of Service Desk is that you can completely and easily customize your IT support process with custom forms, fields and workflows.

Likes Least

Nothing to mention. Service Desk provides and meets all requirements

Recommendations

I would recommend while doing a comparition with other solutions, to verify how flexible is Service Desk when you are doing modifications of the support processes or workflows when you need it as well as how flexible is Service Desk when you create management reports, all of this for your own.

 
 

Gabriel from QBE Seguros La Buenos Aires
Specialty: Insurance

January 2016

January 2016

It's really good. It have all the function we need in our daily task.

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

The simplicity at the implementation / integration with our Enterprise. We are very satisfied with the customer Support at the reply's time and quality of the service.

Likes Least

Maybe the way the system Works when add collaborators.

Recommendations

When someone close the ticket, automatically deallocate them as a collaborator.

 
 

Natanael from QBE Seguros La Buenos Aires
Specialty: Consulting

January 2016

January 2016

Friendly and Stable

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

Friendly desing, easy to work with.
Simply and accurate Interface.
The vendor is aware about the cutomer needs.

Likes Least

I havent found anything I did not like me. the experience with the product has been succesful, friendly, easy, and give me the proper way to interact with the users in a very short time and effective

Recommendations

i dont have any recomendations to the evaluation software. only keep on the road

 
 

Jorge from QBE
Specialty: Insurance

January 2016

January 2016

Friendly and easy

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

Invgate is based on solials networks. Is has a user friendly interface.
A vendor is very aware to de customer needs

Likes Least

not things that dislike me. the product is very complete and reliable

Recommendations

I recommend you have friendly interfaces. And that its use for users and administrators is easier

 
 

Diego from GADOR
Specialty: Pharmaceuticals

January 2016

January 2016

In the company and in my area were very pleased with the product and I

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

What is the most used part of reports of incident resolution time.

Likes Least

we had to generate some inquiries out of the product such as searches for text in message bodies.

Recommendations

excellent fast and agile with good after-sales technical support

 
 

Oscar from ONE SA
Specialty: Software / IT

January 2016

January 2016

Powerful tool to work in a real collaborative way

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

The best thing that product does is the easy way that you can implement (you really can) very complex ITIL base process

Likes Least

It not manage CMDB concepts. I mean, you cannot have configuration items, relations and useful information about them.

Recommendations

Easy of use and implement is a central thing you have to evaluate strongly. Also you have to keep an eye over reporting and dash boarding possibilities

 
 

Sergio from Consulting Services
Specialty: Software / IT

January 2016

January 2016

Excellent !!

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Likes Best

InvGate represents the harmony between a great software product and excellent graphic interface for the end user

Likes Least

We have no things we do not like this software. We think is a good product with low cost.

Recommendations

The interface is awesome !!
We believe that in these terms is the best software on the market

 
 
 
Showing 1-8 of 8

Jorge

January 2016

January 2016

Very friendly application!!

Ease-of-use

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Product Quality
Quality
Value for Money
Value
Support

Invgate is a n excellent aplication to drive the tickets of IT requirements.
The interface is very friendly and is very easy to use for final users and administrators

Pros

Invgate are based on social networks, is very friendly

Cons

i have not coments against

Source: GetApp
 

Natanael Emanuel from YEL Informática S.A.
Number of employees: 201-500 employees Employees number: 201-500 employees

January 2016

January 2016

accurate, great interface and userfriendly

Ease-of-use

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Product Quality
Quality
Value for Money
Value
Support

the desing of the application is very simple , accurate and user friendly.
the implementation es realy fast and simple.
the support is attentive and aware to the user needs

Pros

the implementation es realy fast and simple.

Cons

i havent found cons or things i dislike.

Source: GetApp
 


January 2016

January 2016

Great choice for your IT support process

Ease-of-use

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Product Quality
Quality
Value for Money
Value
Support

We are using Service Desk to manage all our IT service processes tracking issues and incidents of 1000 users with 25 technicians and supervisors included.

Pros

What I like of Service Desk is that you can completely and easily customize your IT support process with custom forms, fields and workflows.

Cons

Nothing to mention. Service Desk provides and meets all requirements

Source: GetApp
 


January 2016

January 2016

It's the best solution to service desk!

Ease-of-use

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Product Quality
Quality
Value for Money
Value
Support

We resolve the problems between users and it reducing the times at the first reply and the final solution. It's an easy solution to use and friendly interface. The vendor is very aware to the customer needs. The product is very complete and reliable.

Pros

The simplicity at configuration, the easy way to use and deploy at the Enterprise.

Cons

When someone closes the ticket, automatically deallocate them as a collaborator.

Source: GetApp
 

Fernanda

January 2016

January 2016

Amazing tool!

Ease-of-use

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Product Quality
Quality
Value for Money
Value
Support

Invgate Service Desk manages complex processes in a very easy and nice to use way. The integration with Invgate Asset Management tool is amazing. We saved a lot of hidden costs and the tools were payed with that. The analytics and reports are very good and gave us a lot of visibility.

Pros

You can manage everything there:
- ITIL processes
- Services and incident management
- IT department management
- Gamification: with this feature we were able to align the team with the goals and dramatically increase the motivation

Cons

Hard to find one. So far we are very happy with the product and support services.

Source: GetApp
 

Andres from EDUPOL

August 2015

August 2015

Excelent solution easy-to-learn and easy-to-use

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

InvGate is a SaaS than can be used for Customer Support teams in business of any size, boosting the satisfaction level of the customers and accompanying the growing of your business.

Source: Capterra
 

Irving

August 2015

August 2015

GOOD

Ease-of-use

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Product Quality
Quality
Value for Money
Value
Support

this software is really good, it has every thing we need for the manage of IT support.

Pros

good reports, nice traking, easy to use, very fast,

Cons

it would be nice to have a chat

Source: GetApp
 

José from NUUP

June 2015

June 2015

Really Revolutionary Solution !!

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

We have been using INVGATE Solutions for the last year, and we are really happy with the results, not only for our company, but also for our clients.
It´s simple, it´s flexible, it´s the new way to help people in every organization.
It´s how a Software Solution should be.

Source: Capterra